Know what happens next.

Check the product, finish, colour reference, pack size and quantity before paying. If you need a particular result or have a difficult surface, ask us to confirm suitability before ordering.

Screen images are a guide. Light, texture, the underlying surface and application technique can affect the finished appearance. An applied sample can help you judge the finish in your room, but it is not a substitute for checking the product specification.

If your project has a fixed start date, tell us before you order. Preparation and delivery need to fit the application window of the exact materials being supplied.

Check the delivery charge and timing shown for your order before paying. The delivery address, materials, packed size and weight can affect the available service. Contact us before ordering if your address or shipment needs a quotation.

1. Preparation

   Stock allocation, sourcing or customer-specific colour work happens before dispatch. A preparation estimate is not a carrier delivery date.

2. Dispatch

   Dispatch means the parcel or shipment has been handed to the carrier. A shipping label being created does not, on its own, mean it has left us.

3. Transit

   Transit is the carrier’s journey after dispatch. Check your dispatch information for the service and any available tracking.

Check access and unloading requirements before arranging a large delivery. If timing matters, speak to us before booking work or opening materials. Contact Customer Care if a parcel is late or part of the order is missing.

Shop collection is not currently offered. The returns address is not a collection point.

On arrival, check the products, colour references, pack sizes and quantities against your order. Keep labels and batch information. If a container is leaking or damaged, avoid handling it unsafely and contact us for guidance.

Keep materials securely closed and follow the exact product label, safety information and current manufacturer instructions. Storage conditions, dilution and temperature can affect performance. Do not assume that all coatings in a system have the same storage requirements.

Confirm substrate preparation, primers, dilution, tools, coverage and drying conditions before starting. Do a suitable trial where instructed. Stop applying material if you suspect a problem; continuing across a whole wall can make the issue harder to assess.

For eligible UK consumer distance purchases, you can normally tell us you wish to cancel until 14 days after receiving the goods, then return them within 14 days of notifying us. A clear cancellation statement is enough; you do not need an authorisation number. You can use email, the form, WhatsApp or post. A WhatsApp draft is not sent until you send it.

ISF offers no additional 30-day change-of-mind return period and no surplus-material buy-back. Correctly supplied prepared finishes are not covered by a voluntary returns offer.

Goods made to your specifications or clearly personalised are excluded from statutory change-of-mind cancellation where the legal exception applies. If no statutory cancellation right applies, an accepted prepared order can be changed or cancelled only with ISF’s written agreement; no automatic goodwill refund is promised. Faulty-goods rights remain unaffected.

Send returns to Italian Surface Finishes Ltd, 11 Cumberland Road, London, E13 8LH, United Kingdom, unless we agree a collection or another destination with you.

For change-of-mind returns, you pay the direct return cost where this was disclosed before purchase. Paints and coatings need suitable packaging and an accepting carrier. Contact us for safe arrangements for damaged containers. The full policy explains costs, exceptions and refund timing.

Tell us about visible delivery damage as soon as reasonably possible, ideally within 48 hours. This is a practical request, not a deadline that removes your rights. Signing for a parcel does not waive a claim for hidden damage.

If goods are faulty, damaged, incorrect or not as described, contact us so we can assess the appropriate remedy. Do not keep applying a material that appears faulty. Where we are responsible, we cover reasonable necessary return or collection costs.

Your order number, product labels and photographs can help, but missing photographs or packaging do not automatically remove your rights. Send photographs by email or WhatsApp and identify your enquiry. If you do not have the order number, tell us the name and email used to order.

Our terms of sale explain acceptance, payment, preparation, delivery and responsibility. Read them before ordering and keep the agreed specification. Genuine business purchases have separate business provisions; installation requires its own accepted quotation.

Our privacy policy explains how personal information is used. For an unresolved order issue, use our complaints process or contact Customer Care.

Cookies and browser storage support features such as your basket, saved project choices and privacy preferences. Analytics and advertising choices are separate from sending an enquiry. Read the privacy policy for more information or ask us about the choices available for your browser.